GSM Association Official Document: IN.

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Guidelines for Service Level Agreement Between Mobile Operators and Carriers 2.0 January 2006

This is a non-binding permanent reference document of the GSM Association.

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Security Information - UNRESTRICTED

This document is subject to copyright protection. The GSM Association (Association) makes no representation, warranty or undertaking (express or implied) with respect to and does not accept any responsibility for, and hereby disclaims liability for the accuracy or completeness or timeliness of the information contained in this document. The information contained in this document may be subject to change without prior notice. Access to and distribution of this document by the Association is made pursuant to the Regulations of the Association.

Copyright Notice
Copyright 2006 GSM Association This document and the GSM logo are registered and the property of the GSM Association.

Document History Version Date Brief Description Guidelines for Service Level Agreement to be approved as a Non-binding PRD by IWG CR 002 (IWG 04_006) Change to Unrestricted Editor / Organisation IWG Jose-Antonio Aranda (Vodafone Spain)

1.0

August 2004

2.0

January 2006

Other Information Type Information Category Document Owner Description PRD Guidelines GSM Association Interconnect Working Group (IWG)

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Table of Contents

1 2 3 4 5 6 7 7.1 7.2 7.3 8

Background ............................................................................................ 4 Purpose................................................................................................... 4 Service Definition................................................................................... 5 Definition of Terms ................................................................................ 5 Service Quality commitments ............................................................... 7 Qualifying Faults .................................................................................... 7 Service Credits ....................................................................................... 8 Qualifying Claims ............................................................................... 8 Service Credit Level ........................................................................... 8 Service Credits Claim Procedure ....................................................... 8

Controlled routing policy....................................................................... 8 8.1 Direct routing...................................................................................... 9 8.2 Routing through Incumbent ................................................................ 9 8.3 Routing through Third Party ............................................................... 9 CLI Transparency on mobile destinations ........................................... 9 ISUPv2 Signalling and numbering on mobile destinations .............. 10 Emergency Routing Procedure........................................................... 10 . 64 K Call Transparency ..................................................................... 11

9 10 11 12

13 Customer Care ..................................................................................... 11 13.1 Fast response times ......................................................................... 11 14 15 16 Monthly Reporting on QoS indicators................................................ 11 SLA Review........................................................................................... 11 Check List............................................................................................. 12

ANNEX A.......................................................................................................... 1 ANNEX B SERVICE CREDITS CHART ........................................................... 1

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BACKGROUND

The International wholesale market for international voice transport has traditionally been driven by fixed operators standards (which were by nature more limited). The development of mobile telephony usage and the implementation of value added services has modified this trend towards a more focused quality services approach where the more quality conscious players are demanding customized solutions, supplier stability, high quality-of-service standards, and efficient and professional customer care. With regard to the service rendered by international carriers to mobile operators, it is important that the quality of service is at the level that a mobile operator needs to offer optimum quality of service to their customers both at home and when roaming.

PURPOSE

This document is intended to provide mobile operators with Guidelines (the Guidelines) for the implementation of a Service Level Agreement (SLA) related to the directly connected switch interconnect. According to these Guidelines, an S L A agreed between a mobile operator and an international carrier may include the following areas: Service Definition Definition of Terms Service Quality commitments Qualifying faults Service credits Service Credits claim procedures Controlled routing policy Transparent CLI on European Mobile destinations ISUPv2 Signalling on European mobile destinations Emergency Routing procedures 64 K Calls Transparency Customer Care Fast response times Monthly reporting on Q0S indicators SLA Review

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SERVICE DEFINITION

The present Guidelines provide recommendations for a destination-based quality driven agreement for the delivery of traffic of the mobile operator routed through the international carrier within the terms of their Carrier Service agreement. These Guidelines does not intend to cover marketing, commercial, growth, capacity or other operational or non-operational issues.

DEFINITION OF TERMS

This section should include the definition of terms related to the quality parameters as based on the definitions below: ASR = (Answer Seizure Ratio) ITU E.425 ASR represents the relationship between the number of seizures that result in an answer signal and the total number of seizures. ASR is measured by the mobile operator on outgoing traffic on their gateway switch. By definition, this ASR cannot be measured by the carrier ABR = (Answer BID Ratio) ITU E.425 ABR represents the relationship between the number of bids that result in an answer signal and the total number of bids. ASR is to be measured by the carrier on incoming traffic on their gateway switch. By definition, this ABR cannot be measured by the mobile operator. ASR and ABR as described above may be comparable, since they are based on the same triggers on the interconnect, but just measured from a different side CLI = (Calling Line Identification) Calling Line Identification. Also known as A number is basic information contained in the signalling system that identifies the calling party. CLIP CLI Presentation provides for the calling user number to be displayed to the called user. CLIR CLI Restriction provides a means for the calling user to restrict presentation of its MSISDN to the called user.

NER = (Network Efficiency Ratio) ITU E.425 NER expresses the relationship between the number of seizures and the sum of the seizures resulting in an answer signal OR busy signal OR no answer. It excludes the effects of customer behaviour and terminal behaviour. It represents the ability of the network to deliver calls to the far end terminal. PGAD = (Post Gateway Delay) ITU E.437 PGAD is the time interval between the seizure of the international circuit and the receipt of the answer supervision. PDD = (Post Dial Delay) ITU E.431 PDD is the time interval between dialling completion and the call connection (ringing tone). ALOC = (Average Length of Conversation) ITU E.437 ALOC measures the average duration of calls. A statistically significant difference in ALOC to the same destination on different routes may be investigated. MTRS = Maximum time to restore the service in case of network or service errors/faults: Depending upon Severity of the service error as defined in IREG/TADIG documents:

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Fatal - A fatal error puts into question the availability of the service due to a total interruption and/or serious degradation of the service which affect to an important number of customers. Severe - A severe error degrades the quality level of the service offered to the Mobile Operator without isolation with the other network.

o o

Warning - A warning error might affect the regular functioning of the service. The severity of errors may depend upon the network elements/services involved in the malfunctioning. Network Availability of the service = possibility for the Mobile Operator to access the service offered by the Carrier. Availability of Service shall be calculated as the average of the time when the service was available, during a defined period in time (i.e. month, quarter r, as follows;

P=
i =1

i=n

A Bi Ci *100 A Bi

where: A is the number of hours in the period. B is the time without service due to programmed works C is the time without service due to Priority 1 (fatal) failures P is the total time availability percentage Agreement = the Service Agreement between the Carrier and the Mobile Operator for the provision of services. Month= from 1st day of calendar month 0.00.00h to last day of calendar month 23:59:59h CET Service Credit = the amount that the Mobile Operator is eligible for when submitting a qualifying claim with regards to QoS commitments. SLA= quality Service Level Agreement GSM Gateways/SIM Box = GSM Gateways are devices whose original purpose was to allow fixed line telephones to interface with mobile networks. The fixed line telephones are connected to the device that contains one or more GSM SIMs. The GSM Gateway then connects calls made by the fixed line telephones to the GSM network using the SIMs contained within it. Direct Termination: When the traffic is routed from the originated network towards the destination network using only one Carrier single network

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SERVICE QUALITY COMMITMENTS

According to these Guidelines, the Mobile Operator may encourage the Carrier to commit to achieve certain average values of the following Quality of Service indicators as defined below: Guaranteed availability of the service (in a month time) MTRS in case of o o o ASR ABR NER PGAD PDD Fatal errors: x hours Severe errors: y hours Warning errors: z hours

ALOC It is recommended that the measurements of these indicators are based only on the daily traffic sent by the Mobile Operator for each destination or termination network via the International Carrier, so the origin of the measurements is the Operator network. Besides the global measurement (on a daily basis), detailed figures concerning only the peak hour traffic can be taken into account. A destination may be a country, a fixed or a mobile network which should be identified by one/some specific number range/s. An indication of the performances to be committed by the Carrier is detailed in Annex A for reference purposes only.

QUALIFYING FAULTS

When according to the Mobile Operators own measurement, the average daily QoS indicators listed in point 3 above achieved by the Carrier fall below the values agreed between the Carrier and the Mobile Operator, the Mobile Operator may raise a qualifying daily fault Qualifying Faults should be conditional upon: The mobile operator sending more than xxxx attempted calls in a 24 hours period The mobile operator raising a fault within xx hrs The operator may encourage the carrier to handle and investigate all disturbances in Quality Performance, and to commit to resolve xx% of qualifying daily fault within xx hrs where the fault lies in its own network and when the fault lays in a third Party network involved in the traffic conveyance/termination. When according to the mobile operators own measurement, the average weekly or monthly QoS indicators listed in point 3 above falls below a certain point, it is recommended that the mobile operator raise a qualifying weekly/monthly fault. Qualifying Faults are conditional upon: The mobile operator raising a fault within X days (for weekly fault) and within XX days (for monthly faults) UNRESTRICTED 2.0 Page 7 of 15

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When raising a qualifying fault the mobile operator can re-route the traffic away from the Carrier in order to guarantee the achievement of its QoS requirements through other providers. If the fault is not resolved in the committed time, the mobile operator can permanently re-route the traffic.

7
7.1

SERVICE CREDITS
Qualifying Claims

The Mobile Operator may submit a claim for a service credit under the following circumstances: A valid qualifying fault was raised The qualifying fault was not resolved in the committed time (in case of daily faults) It is recommended that claims be notified to the carrier Account Manager within xx days of the end of the calendar month to which the traffic relates

7.2 7.3

Service Credit Level Service Credits Claim Procedure

Operators can use Annex B as reference

In order to claim for a service credit, the mobile operator may provide the following details of the faults to the Account Manager of the Carrier: Carriers fault reference Mobile operators faults reference Destination Time of notification Time of resolution Severity of error

Amount of credit claimed The operator may agree with the carrier the way in which the service credit will be paid (i.e. the service credits can be deducted from the Carriers issued invoice, the month following verification of claim by the Carrier).

CONTROLLED ROUTING POLICY

In order to avoid deterioration of the quality of service, the routing for each destination may be made transparent to the Mobile Operator. In any case, the direct termination of traffic on the Mobile Operator can be favoured whenever it is technically possible. The Mobile Operator may request the Carrier to provide the routing information associated to its offer, namely identifying the type of routing used. . In particular the minimum information that the Carrier should provide consist on the type of route used, classifying the connection into three groups depending if the termination is made through: direct interconnection, the incumbent operator or a third party. UNRESTRICTED 2.0 Page 8 of 15

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Mobile Operators may request that all relevant changes on that routing are communicated as soon as possible. In fact if the primary route meets congestion or out of service, the traffic could automatically overflow onto the next available route, and the Mobile Operator properly and promptly informed about the new routing.

8.1

Direct routing

Identified as direct routing destinations are those for which the Carrier offers the Mobile Operator direct termination to all the operators covered by the destination during the correspondent period offered. The operator may encourage the carrier to warranty that no GSM Gateways are used in the termination of operators traffic when this routing option is used.

8.2

Routing through Incumbent

Identified as Routing through Incumbent destinations are those for the Carrier offers the Mobile Operator terminating traffic through the Incumbent operator of such destination to all the operators covered by the destination during the correspondent period offered. The operator may encourage the carrier to use all the means under its control to avoid the involvement of GSM Gateways in the termination of operators traffic when this routing option is used.

8.3

Routing through Third Party

Identified as Routing through Third Party destinations are those for which the Carrier offers the Mobile Operator terminating traffic through third operator, different from the fore-mentioned in the previous paragraphs to all the operators covered by the destination during the correspondent period offered. The operator may encourage the carrier to use all the means under its control to avoid the involvement of GSM Gateways in the termination of operators traffic when this routing option is used.

CLI TRANSPARENCY ON MOBILE DESTINATIONS

Call Line Identification (CLI Presentation and CLI Restriction) is a feature that supports billing processes in an interconnection arena, but above all development of services, enhancing calls and revenues streams. CLI non-transmission on international scenario is perceived by the Customer as a network problem, especially due to fact that CLIP is a default feature available on national calls. Moreover, CLI non-transmission/manipulation is (a) depriving customers of the choice to answer calls, especially when they are roaming abroad and would be interested in knowing the identity of the caller (given that they are charged for receiving calls while roaming); (b) preventing customer to return an unanswered/missed call (this implies a lack of service to the customer and loss of revenues to mobile operators). In addition the non-transmission/manipulation of CLI hampers the development of enhanced roaming services, like seamless access to voice-mail, and the creation of a global environment to the customers (Virtual Home Environment) providing the possibility to offer to end-users, when they are roaming abroad, the same range of services and quality they are granted nationally. UNRESTRICTED 2.0 Page 9 of 15

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The Mobile Operator may request the Carrier to guarantee the transparent routing (i.e. excluding removal or alteration) of CLI information through its network and the delivery of CLI and CLIR up to the traffic termination point through specific and binding agreements with the third parties involved in the routing of the call. Whether, according to mobile operators own measurements and test calls, the commitment on CLI delivery is not met or is achieved under the requested and contractually agreed values, the Mobile Operator may consider including in the SLA the possibility to permanently re-route the traffic with no advance notice and to claim for a pre-agreed service credit (i.e.; based on a fixed amount per month/destination; percentage of invoice, etc)

10 ISUPV2 SIGNALLING AND NUMBERING ON MOBILE DESTINATIONS

ISUPv2 enabled routes are used to make sure important parameters such as Originally Call Number (OCN) and Redirecting Number (RDN) are passed on along the call to ensure the roamer access to home country value added services. Additionally ISUPv2 gives information to the operator and subsequently to the customer related to the progress of the calls. Correct routing of the numbering plan and special mobile numbering plans ensure the proper delivery of standard mobile services such as CAMEL and access to voicemail, taking into account that some of the numbers (i.e. MSRN= Mobile station Roaming Numbers, Re-routing CAMEL numbers, Voicemail forwards) may have higher numbering length. The Mobile Operator is encouraged to request that the Carrier guarantees the transparent routing (i.e. excluding removal or alteration) of all signalling fields and the correct mapping of the signalling parameters (i.e. release cause mapping) through its network and up to the traffic termination point as defined in ISUP standards. Where the Mobile Operator uses only previous ISUP versions (i.e. ISUPv1), the request to the Carrier should be that the Carrier is transparent to all signalling field sent by the Mobile Operator: if a Mobile Operator uses ISUPv1, the Carrier may be requested to be transparent to the regard of ISUPv1 fields. The Mobile Operator is encouraged to request that the Carrier guarantees the transparent routing of the numbering plan and special mobile numbering plans.

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EMERGENCY ROUTING PROCEDURE

If the Quality level of Services drops below the contractually agreed targets, the operator is encouraged to request the Carrier to immediately re-route the traffic to prioritized and tested routes. In addition, the carrier has to proactively change its routing based on own analysis to meet the operators demands.

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In any case, the direct termination of traffic on the Mobile Operator should be favored whenever it is technically possible.

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. 64 K CALL TRANSPARENCY

The Mobile Operator is entitle to request the Carrier to route traffic originated in the mobile network only via non-compressed routes, to guarantee an acceptable performance of data calls. The operator may encourage the carrier to warranty that calls of 64 K Unrestricted Digital Information are conveyed trough a transparent route. This warranty should be mandatory when direct routing option is used for the transport and termination of operators traffic.

13

CUSTOMER CARE

The Mobile Operator may encourage the Carrier Services Help Desk to support the needs of the Mobile Operator and attend to Mobile Operators enquiry in a 24x7 basis.

13.1 Fast response times

The Mobile Operator may request that the Carrier Services Help Desk is able to respond with initial feed back to the operator within 30 minutes after reporting the trouble to the carrier) and in most cases to solve the mobile operators complaints within 2 hours from reporting and constantly update the mobile operator on progress. Time of response and resolution of the network/service fault should be in line with the contractually agreed values as Availability of the service and MTRS. An example, for illustrative purposes is contained in Annex B.

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MONTHLY REPORTING ON QOS INDICATORS

The Mobile Operator is encouraged to request the Carrier to report on its actual performances related to the QoS indicators defined in section 3 within an agreed timeframe (i.e. monthly with daily details for single destination -% value for ASR, ABR and NER and number of Seconds for PDD, PGAD and ALOC). Figures should be related only to the traffic sent by the Mobile Operator to the Carrier.

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SLA REVIEW

The Mobile Operator is encouraged to agree with the Carrier a periodical review of QoS benchmark levels (referred to in Annex A, B and C to these Guidelines), in a timeframe agreed. The parties will undertake a review of QoS benchmark levels every x months. UNRESTRICTED 2.0 Page 11 of 15

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CHECK LIST

Below is a check list, which according to these Guidelines, may be contained in the SLA: Predefined minimum quality levels per destination Controlled and Transparent Routing policy Guaranteed CLI Transmission on European mobile destinations ISUPv2 signalling Transparency on European mobile destinations 64 K Call Transparency with non-compressed routes. Dedicated Customer Care and Special fault handling Monthly Reports concerning the service provided.

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ANNEX A
Reference of QoS indicators that Mobile operators can use in their negotiations with the carriers for the definition of QoS commitments DESTINATION Monthly average ASR % Weekly average ASR % Daily average ASR % Monthly average ABR % Weekly average ABR % Daily average ABR % Monthly average NER % Weekly average NER % Daily average NER % Monthly average PGAD sec Weekly average PGAD sec Daily average PGAD sec

Albania fixed Albania Mobile Belarus fixed Belarus Mobile Destination X Destination Y Destination Z .

DESTINATION

Monthly average PDD sec

Weekly average PDD sec

Daily average PDD sec

Monthly average ALOC sec

Weekly average ALOC sec

Daily CLI average termination ALOC % sec

Albania fixed Albania Mobile Belarus fixed Belarus Mobile Destination X Destination Y Destination Z

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Availability of the Service in a month time: not less than X% MTRS: In case of Fatal Errors xx hr In case of Severe Errors yy hr In case of Warning Errors zz hr

ANNEX B SERVICE CREDITS CHART

To be agreed and defined between Mobile Operator and Carrier bilaterally. Threshold Levels/month MIN. CLI delivery MAX Credits (% of the monthly invoice)

Availability of the service

MTRS (Maximum Time to Restore the Service) in case of fatal errors

MTRS (Maximum Time to Restore the Service) in case of severe errors MTRS (Maximum Time to Restore the Service) in case of warning errors ASR% per international destination

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GSM Association Official Document: IN.01 Threshold Levels/month MIN. CLI delivery MAX

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Credits (% of the monthly invoice)

ABR% per international destination

NER% per international destination

PDD sec per international destination

PGAD sec per international destination

ALOC sec per international destination 1 -(x depends upon what contractually agreed as MTRS)

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